Passion for Customers, Respect, Imagination, Simplicity and Entrepreneurial Spirit – these are Edenred’s values and a driving force for all its employees. Get a glimpse into the life of an Edenred employee, see what makes us vibe, and discover how we’re obsessed with Customer Centricity as we empower the financially unbanked sector in the UAE.
Since we’re celebrating ‘CX Month’, get a glimpse into the day-to-day of our Engineering Manager, Mahmoud Hammame, and see how we’re obsessed with Customers 💙💜
🎤 What do you do? What does your day look like?
➡️As an engineer for a payroll product, my day-to-day revolves around ensuring our product meets the evolving needs of our users. My typical journey begins with identifying pain points our users (i.e. cardholders) face in their payroll processes. This involves deep diving into customer feedback, analyzing usage data, and collaborating with other teams to understand their challenges.
🎤 Can you walk me through a typical customer journey from the initial touchpoint? What are the key touchpoints in this journey?
➡️Once a problem or challenge has been identified, we spend time understanding these challenges and put ourselves in their shoes, and think, “What would be the most convenient solution for this issue?” I then brainstorm and prototype potential solutions, then we test it out with our cardholders, and gather feedback to ensure that this aligns with the users’ expectations. From then on, we monitor their interactions, looking for opportunities to refine the product and further improve their experience.
🎤 What are the most common challenges or frustrations customers face when interacting with our company? How do these pain points impact their overall experience?
➡️For many of our cardholders, digital currency is an unfamiliar territory. They’re used to dealing with cash, and when it comes to their hard-earned money, this unfamiliarity can feel intimidating. We work hard to reassure them that there’s no need to worry. They can always log in to the C3Pay app to check their balance, and we’re always one phone call away for support.
🎤 What metrics do you use to measure customer satisfaction and success?
➡️At Edenred, we believe that anything we release to our cardholders should be backed by a clear understanding of how to measure success and satisfaction. We collaborate as a team and as a squad to define these metrics and create reports and dashboards that help us track how well we are serving our cardholders.
🎤 How does your data-driven approach influence your product development process?
➡️At Edenred, we’re highly data-driven. We don’t innovate based on assumptions. We first analyze the data, talk to our cardholders to understand their needs, and then experiment to build the best experience for them.
🎤 Which languages do you speak?
➡️English and Arabic.
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